Title: The role of trust in e-business knowledge management

Authors: Judy E. Scott

Addresses: The Business School, University of Colorado at Denver, Campus Box 165, P.O. Box 173364, Denver, CO 80217-3364, USA

Abstract: Trust is critical for both business-to-business and consumer oriented knowledge management. The objective of this study is to determine the role of trust in e-business knowledge management. Two case studies are analysed using an adapted theoretical interorganisational trust model, which shows relationships between cognitive and affective trust, tacit and explicit knowledge and collaboration and information technology. The first case study examines the automotive industry|s e-business initiatives to streamline the supply chain. Although many aspects of trust are applicable, the analysis focuses on Covisint, the automotive online marketplace. The second case study examines the role of trust in e-business retailing. E-tailers need to overcome privacy concerns to gain consumer trust and to acquire customer knowledge. With effective knowledge management, e-tailers can use personalisation techniques to target marketing and realise e-business growth. Findings show that an emphasis on trust is key to successful knowledge management for both Covisint and e-tailing.

Keywords: trust; knowledge management; e-business; personalisation; tacit knowledge; explicit knowledge; inter-organisational collaboration; e-tailers.

DOI: 10.1504/IJEB.2003.002173

International Journal of Electronic Business, 2003 Vol.1 No.2, pp.187-210

Published online: 21 Jul 2003 *

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